Summary
Overview
Work History
Education
Skills
Websites
Languages
Timeline
Generic

Victor Guzman

Miami

Summary

Professional Launch Ops Lead with experience and readiness for this role. Known for strong team collaboration and adaptability to changing needs. Skilled in problem-solving, communication, and managing support operations. Reliable and results-driven, ensuring optimal team performance and customer satisfaction.

Overview

6
6
years of professional experience

Work History

Launch Ops Lead

AppSumo
01.2024 - 07.2025
  • - Achieved a 97%+ CSAT rating across 29,000+ tickets by streamlining ticket workflows using Zendesk, Intercom, and macros
  • Led data-driven meetings to analyze trends and implement strategies that enhanced customer experience
  • - Reduced customer churn by 25% through identification of post-purchase friction and sharing actionable feedback with Product and UX teams
  • - Collaborated with lifecycle marketing to lift onboarding and retention by 18% via redesigned email flows and self-serve documentation
  • Identified and addressed key customer pain points by analyzing support ticket data and conducting user interviews, leading to a 30% improvement in customer satisfaction scores
  • - Drove customer advocacy through the creation of case studies and testimonials, leading to a 10% increase in referral traffic and generating 50+ qualified leads for the sales team
  • - Restructured Help Center content and internal docs, decreasing average response time by 30% and repeat inquiries by 20%
  • Coached and mentored team members on emerging trends in macro usage and structural best practices

Tier 2 Specialist

AppSumo
05.2022 - 12.2023
  • - Transformed negative customer experiences into positive outcomes by championing customer-centric solutions, resolving high-priority escalations, and fostering strong relationships, resulting in a 90% positive resolution rate and increased customer lifetime value
  • Demonstrated expertise as the most junior member in training, facilitating 12+ AI workshops and empowering 50+ team members with new platform features, achieving a 98% positive feedback score
  • - Authored 50+ internal SOPs and help center articles, reducing repeated escalations by 35%
  • - Developed a customer feedback loop, sharing insights from 30+ weekly customer calls to product and engineering, which led to a 20% reduction in escalated support requests
  • - Facilitated peer QA and coaching sessions, improving ticket quality scores by 15%

Genius Admin

Apple
01.2020 - 07.2021
  • - Mentored new Genius Bar technicians on best practices for customer engagement, resulting in a 95% positive feedback rate on initial customer interactions and improved CSAT scores

Education

Bachelor of Science - Computer Science

Kean University
Union, NJ

Skills

  • Platforms: Zendesk, Intercom, Gorgias, Help Scout, Notion, Slack, Apple CRM Systems
  • Operational Tools: Shopify, Stripe, Google Workspace, CRM Reporting, SOP Development
  • Analytics & Process: Ticket Routing & Prioritization, Escalation Design, SLA Adherence, CSAT & NPS Strategy
  • Documentation & Systems: Knowledge Base Architecture, QA Workflows, Internal SOP Creation

Languages

English
Native or Bilingual
Spanish
Full Professional

Timeline

Launch Ops Lead

AppSumo
01.2024 - 07.2025

Tier 2 Specialist

AppSumo
05.2022 - 12.2023

Genius Admin

Apple
01.2020 - 07.2021

Bachelor of Science - Computer Science

Kean University

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